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wdleggett

join:2012-09-05
Winder, GA

Internet Drops

Been having an ongoing issue with the internet dropping and it's got to the point now that it's almost impossible to work because the internet connection drops at least 4 or 5 times an hour. I've contacted tech support more times than I can count and had way too many techs at my house and each time they say the lines are fine it has to be some other issue. On Christmas Eve I had two techs at my house and couldn't find an issue. Half the time the T1 tech says they don't see any drops then other techs say they see it dropping all the time. The last phone tech I talked to said that the issue was latency and that the speed is dropping so much the modem detects it as disconnected and tries to reconnect. Every time it does it I lose the DSL light on the modem.

The field tech that was here earlier in the week said it could be an issue with the wiring in the house and basically said not to bother with the t1 techs because they have no idea other than to read through a script but I explained to him that I was told customers can't directly speak to t2.

Considering I work from home and have to connect to the internet this is becoming a huge problem and I was told Feb 21st was the earliest and that most likely it would be later.

Jeffrez

join:2012-10-28
Jefferson, GA
WD I'm a town over from you. My tech today say that we completely have the right to ask for level 2. He said if they don't honor the request to ask for their supervisor. He mentioned that level 1 is an entry level job and sometimes you just want to bypass that level.

wdleggett

join:2012-09-05
Winder, GA
said by Jeffrez:

WD I'm a town over from you. My tech today say that we completely have the right to ask for level 2. He said if they don't honor the request to ask for their supervisor. He mentioned that level 1 is an entry level job and sometimes you just want to bypass that level.

I couldn't agree more, I've worked in IT for a while and currently in a position similar to what the Windstream Tech Help does and when I have to explain the difference in a WAN and LAN IP address multiple times and they still don't grasp the concept I find a problem. I've not had much luck in the way of supervisors but if I call back in I'll try it again because the one time I was able speak to a level 2 we were able to actually get somewhere but that's been a couple years back. I even sent an email to the address listed for the Windstream CEO Jeff Gardner jeff.gardner@windstream.net and plan to keep going down a list I found on another post until this is resolved. I was hounding folks forever just trying to get DSL in this area in general then it was supposed to be installed on a Friday but wasn't until I started raising a stink. The field crews had gone home but by the time I got done the DSL was on a couple hours later instead of the following Monday. I even asked one tech if I needed to switch to Comcast to resolve the issue and all I got was "well, ummm, uh".


Windstream
Premium,VIP
join:2009-03-31
Twinsburg, OH
kudos:38
WD-
You should not have been told that Tier II does not deal directly with customers, I deal directly with customers everyday. I gave one of the Tier II reps on my team your number and contact information. You should receive a call either tonight or tomorrow. His name is Charles and he is a former cable tech. If you have a potential problem in your IW or on the Outside plant he will diagnosis it and proceed as necessary.

Aaron
Specialist II
--
We're here to help! wci.broadbandhelp@windstream.com

wdleggett

join:2012-09-05
Winder, GA
Thank you Aaron. I'm thinking it's not IW because each time the lines are tested the field tech says the signal are great with basically no noise at all but I'm open to any and all suggestions because going to a cable ISP is the last thing I want to do. I think I've sent you my cell number, that's the best number to reach me on but I work 6pm -2:30 am EST so I'll be mostly unavailable during that time.


Windstream
Premium,VIP
join:2009-03-31
Twinsburg, OH
kudos:38
Your logic makes sense. I will pass on to Charles to call you on your cell.

Aaron
--
We're here to help! wci.broadbandhelp@windstream.com